Refund Policy | lojix

1. Introduction

At lojix, we strive to ensure customer satisfaction with every order. This Refund Policy explains our policies regarding order cancellations, refunds, and dispute resolution.

Please read this policy carefully before placing an order. By using our services, you agree to the terms outlined in this policy.

2. Order Cancellation

2.1 Customer-Initiated Cancellation

Before Restaurant Accepts Order:

You may cancel your order free of charge
Full refund will be processed immediately
Refund typically appears within 5-10 business days

After Restaurant Accepts Order:

Cancellation is subject to restaurant approval
Cancellation fee may apply (typically 10-20% of order value)
If food preparation has started, cancellation may not be possible
Contact restaurant or customer support immediately

After Food Preparation Begins:

Cancellation generally not permitted
No refund will be issued
Order must be picked up or delivered as scheduled

2.2 Restaurant-Initiated Cancellation

If a restaurant cancels your order due to:

Unavailability of menu items
Technical issues
Inability to fulfill the order
Operating hours changes

You will receive a full refund within 5-10 business days. We may also provide a promotional credit for the inconvenience.

3. Refund Eligibility

3.1 Full Refund Scenarios

You are eligible for a full refund if:

Order was not delivered or prepared
Completely wrong order received
Food is unsafe or contaminated
Severe quality issues (spoiled, inedible)
Restaurant cancelled the order
Duplicate charge occurred due to technical error
Significant delay (over 2 hours beyond estimated time)

3.2 Partial Refund Scenarios

You may be eligible for a partial refund if:

Missing items from your order
Incorrect items (some items wrong)
Quality issues with specific items
Food temperature issues
Minor preparation errors
Packaging issues resulting in spillage

3.3 No Refund Scenarios

Refunds will NOT be issued for:

Change of mind after order acceptance
Incorrect address provided by customer
Customer unavailable for delivery/pickup
Subjective taste preferences
Normal variations in food appearance
Spice level or seasoning preferences (unless incorrectly prepared)
Delays due to weather or traffic (delivery orders)
Promotional items or discounted orders (unless quality issue)

4. Refund Process

4.1 How to Request a Refund

Step 1: Contact Us

Email: support@cliptap.shop
In-app support chat
Phone: Available in your account settings

Step 2: Provide Information

Order number
Reason for refund request
Photos of the issue (if applicable)
Description of the problem

Step 3: Review

We will review your request within 24-48 hours
May contact you for additional information
May contact restaurant for verification

Step 4: Resolution

Refund approved or denied with explanation
Refund processed to original payment method
Alternative resolution offered (credit, replacement)

4.2 Refund Timeline

Request Review: 24-48 hours
Refund Processing: 1-3 business days
Bank Processing: 5-10 business days
Total Time: Up to 2 weeks from request

4.3 Refund Methods

Original Payment Method: Default option for all refunds
Account Credit: Faster option, can be used for future orders
Promotional Credit: May be offered for minor issues

5. Quality Issues

5.1 Reporting Quality Issues

Quality issues must be reported within:

Dine-in: Before leaving the restaurant
Pickup: Within 30 minutes of pickup
Delivery: Within 1 hour of delivery

5.2 Evidence Requirements

For quality issues, please provide:

Clear photos of the issue
Description of the problem
Packaging/receipt (if available)
Timestamp of when issue was discovered

6. Delivery Issues

6.1 Late Delivery

Under 30 minutes late: No refund, may receive credit
30-60 minutes late: Partial refund or credit
Over 60 minutes late: Full refund eligible
Over 2 hours late: Automatic full refund

6.2 Non-Delivery

If your order was not delivered:

Contact us immediately
We will attempt to locate the order
Full refund if order cannot be located
Replacement order may be offered

7. Promotional Credits and Discounts

7.1 Promotional Credit Policy

Promotional credits are non-refundable
Credits expire after specified period (typically 30-90 days)
Cannot be transferred to another account
Cannot be redeemed for cash
Must be used on qualifying orders

7.2 Discount Code Refunds

Discount codes are not refunded separately
Refund amount is based on actual amount paid
Used discount codes cannot be reused
May receive new code for order issues

8. Dispute Resolution

8.1 Escalation Process

If you disagree with our refund decision:

Request escalation to a supervisor
Provide additional evidence or information
Allow 3-5 business days for review
Receive final decision via email

8.2 Chargeback Policy

Important: Before initiating a chargeback with your bank:

Contact us first to resolve the issue
Chargebacks may result in account suspension
We will provide evidence to your bank
Fraudulent chargebacks may result in legal action

9. Restaurant Partner Refund Responsibilities

Restaurant Partners are responsible for:

Honoring valid refund requests
Maintaining food quality standards
Accurate menu information and pricing
Timely order fulfillment
Proper food packaging

Refunds due to restaurant error may be deducted from restaurant payments.

10. Exceptions and Special Circumstances

Force Majeure: Natural disasters, emergencies - case-by-case basis
System Outages: Technical issues - full refund for affected orders
Health Concerns: Food safety issues - immediate full refund
Allergic Reactions: Mislabeled allergens - full refund + investigation

11. Contact Us

For refund requests or questions about this policy:

Email: support@cliptap.shop

Refunds: refunds@cliptap.shop

Phone: Available in your account

Hours: 24/7 support available